Branch Manager (PJ Uptown Branch)

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In this role, you will be managing branch's operations to ensure providing quality customer service experience to clients.

You’ll be doing

• Evaluate the efficiency of the customer service team and customer service functions.
• Coordinate between the various functions to ensure maximization of process efficiency.
• Leverage resources to discover root cause and correct operational issues.
• Measure and evaluate QMS to ensure meeting the SLAs and departmental quality objectives for ISO 9001 : 2008.
• Identify areas for improvement.
• Discuss with relevant parties to develop the development plan.
• Plan and execute scheduled meetings and track project progress.
• Communicate to branches and other departments affected by changes.
• Provide leadership and direction to the CS team.
• Identify and develop second liners for succession planning.
• Enhance staff product and technical knowledge for optimal performance.
• Review training needs to improve customer service skills.
• Establish quality standards and implement process improvement initiatives with reliable and accurate metrics.
• Evaluate, plan and execute strategies for CS team to provide and maintain quality service.
• Review risk management, operational risks and compliance issues.
• Avoid and minimize audit and inspection irregularities.
• Other duties and projects as assigned by management.

What We’re Looking For

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